Your customers have a number of frequently asked questions regarding your business and want a convenient way to find this information out. They want a quick and concise answer and…
Emotion plays an integral part in any customer journey with customers going through a range of positive and negative emotional reactions. To offer a good customer experience you need to…
Customer feedback. Every company needs it. Every customer has an opinion. So how do you go about collecting it? Well usually the best way to collect a large number of…
Customer experience is the hot topic right now with more and more companies claiming they are putting the customer at the centre of their strategy. There are customer experience consultancies,…
A customer’s experience is very much a qualitative and emotion based experience. So why are companies so obsessed with turning this into a quantitative measure? Whether it is Net Promoter…
Net Promoter Score is a core KPI at many organizations. It is simple to measure and its findings can be used to indicate other metrics such as customer retention and…
Introduction to NPS Net Promoter Score (NPS) is used to measure the loyalty of a company’s customer relationships. It is used by many companies to both measure customers experience and…
Chicken or the egg? There has been a growing trend over recent years of experts declaring that the ‘customer comes first’ days are over and that actually employee experience is…
Conversational surveys such as Wizu massively improve the survey experience by offering a more engaging, interactive and personalised survey. In some ways conversational surveys are going back to the old-style…
What Is Customer Satisfaction? Before we get into the importance of customer satisfaction, let’s take a step back and look at a definition of customer satisfaction. Broadly speaking, customer satisfaction…
